GUIDELINES

  1. If it is not the mistake of the company, you can either allow a claim partially or wholly. Let the client know about his or her mistake, if there is any, to avoid the problem to happen again. Do this briefly, do not accuse him or her. Write the letter showing that your company upholds fairness and the client's relationship.
  2. If you are allowing the claim, tell the client immediately. Or you can first write the letter positively that you have recognized his or her problem.
  3. Briefly, discuss the reason for the problem and the action that you are willing to give. If you are giving him or her one-time consideration to a normal rule, tell it to him or her clearly.
  4. Close the letter positively, have this chance also to promote your business or that you are looking forward to having another business with the client in the future.

SAMPLE LETTER

[Senders Name]
[Address line]
[State, ZIP Code]

[Letter Date]

[Recipients Name]
[Address line]
[State, ZIP Code]

[Subject: Normally bold, summarizes the intention of the letter] -Optional-


Dear [Recipients Name],

Thank you very much for getting in touch with us. We regret to hear that you did not find the graphics of the PS3 game you purchased last week very attractive. However, we cannot replace the item anymore because you were already given time to inspect the product, which was free from scratches or other defects. Under our conditions for exchange, only damaged items will be replaced.

We can, however, give you a 20% discount card that you may use for any other purchase you would like to make. Thank you very much for your continued patronage.

Sincerely,

[Senders Name]
[Senders Title] -Optional-

[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -